Customer Service Ch.1-4

Which duty is not included in a CSR job description?

Avoids alerting upper management to trends or conditions with the company's products or services.

When compared to offshoring or nearshoring, homeshoring is more likely to risk accent fatigue, cultural disconnection, and customer rage.

False

When it comes to social media for business, there is a one-size-fits-all strategy that any organization can follow.

False

When serving a person who is accompanied by a service dog, it is advisable to touch the service animal.

False

Which generation has been highly nurtured by family and others, and uses the internet as their medium for communicating, entertaining, and learning.

Generation Y

Most people shift from one supplier to another because of dissatisfaction with service, not price or product offerings.

True

Of the three types of customer turnoffs, people turnoffs are the most serious concerns to a business.

True

On the whole, the younger generation prefer to conduct business and make purchases online or by phone instead of face-to-face.

True

Online social communications and digital technologies have changed the way people seek out services and products and choose to shop.

True

An episode in which a customer comes in contact with any aspect of the company, however remote, and thereby has an opportunity to form an impression is called

a moment of truth.

Regardless of what a company does to make a profit in terms of the product or service it provides, the company is also in the business of providing customer service.

True

Social data consists of information about an individual's relationship to other people, groups, events, things, and concepts.

True

Talking initiative, being optimistic and tolerating frustration well are all characteristics of an exceptional CSR.

True

The CSR's in general, is to answer questions, solve problems, takes orders, resolve complaints, and share customer concerns with management.

True

The internet, mobile/wireless technologies, and social networks have created challenges for service providers because they have influenced and unparalleled shift in the balance of power from companies to their customers.

True

The mature generation consist of consumers who are typically more loyal and prefer not to shop online because they may not be very computer savvy.

True

The reasons consumers buy vary considerably, but they typically stem from basic needs that each of us has, such as the need to feel welcome, to be understood, and to be treated fairly.

True

The social media process a business chooses to use depends on its ability to respond to consumers quickly and with the most accurate and relevant information.

True

To communicate effectively with other people, we must know them as individuals their unique background, personality, preferences, and style

True

A customer says, " I didn't get my money's worth on this product." This is called a

value turnoff

The best way for a company to survive in the current marketplace is to raise prices and target only those customers who can afford to pay them.

False

Which type of employee is typically the frontline service provider who deals with customers on a day-to-day basis?

Customer service representative

A customer asked for directions to a particularly hard to find office, and the CSR provided complicated directions on how to get there instead of escorting them. This is an example of a value turnoff.

False

A customer with the driver personality type likes to hear a lot of "fluff" and is hard to get information out of.

False

A customer's first impression has little to do with his or her expectations or perceptions of customer service from a company.

False

All people view good service according to the exact same standards, so company is safe to implement a single type of service communication system.

False

Companies typically do not look for variety of character traits, abilities, and experience levels for customer service jobs because the job is easy.

False

Customer service means the same things to most people.

False

Customer's first impression has little to do with his or her expectations or perception of customer service from a company.

False

Customers loyalty cannot be earned.

False

Despite generational differences, workers and customers tend to view service in the same way.

False

In some companies, superior service just happens naturally.

False

Positive first impressions are generally not influenced by customer service representatives' personal habits.

False

Service is easily managed because it doesn't involve many variables.

False

A "virtual home agent" refers to a worker in what type of employment structure?

Homeshoring

Which of the following is not a typical duty of a CSR?

Passing on all customer complaints to top management

Which term is defined as the pattern of collective character, behavioral, temperamental, emotional, and mental traits of a person?

Personality

A cross-cultural training program can help employees understand not only the differences between cultures, but also the manners and etiquette to follow when serving international customers.

True

A customer is on a website reviewing their health insurance benefits and finds the sit extremely difficult to navigate. This is an example of a system turnoff.

True

A service culture compromises the things that make a business distinctive and make the people who work there proud to do so.

True

A tiered service system is a concept that understands customer service to be fundamentally inter-related with a customer's actual or potential value as a consumer.

True

According to the American with Disabilities Act, service animal is any animal that has been individually trained to provide assistance or perform tasks for the benefit of a person with a physical or mental disability.

True

As a business has turned more to an integrated world market to meet its needs, the difficulties of communicating at a global level have become increasingly widespread.

True

Because rules differ among cultures about how to talk to and act toward others, service communication problems arise.

True

Compared to outsourcing, nearshoring offers certain advantages such as similar zones, culture and linguistic affinity, geographical proximity, as well as economic, political, or historical linkages.

True

Culture is defined as a system of shared values, beliefs, and rituals that are learned and passed on through generations of families and social groups.

True

Customer perceptions are the opinions created about service during and after a transaction.

True

Customer service is the process of satisfying the customer, relative to a product or service, in whatever way the customer defines his or her need, and having that service delivered with efficiency, compassion, and sensitivity.

True

Customers tend to stay with a company that makes them feel valued and appreciated, even if the company cannot always respond to all of their needs.

True

Examples of diversity include race, age, gender, sexual orientation, ethnicity, physical ability, religion, education, and appearance.

True

Exceptional customer service is a mindset that defines each company's culture.

True

Which of the following customer service media is not considered a "listening tool" in use on the internet?

an e-mail message

People known for being systematic, well organized, and deliberate are described as which personality type?

analytical

The beliefs about service a customer has before a transaction are called

customer expectations.

The customer-centric service worldview means that a business revolves around the company's

customers.

Giving somebody power or authority is referred to as

empowerment.

An example of customer contact point is

in person, online, and on the phone

A CSR who takes the steps to resolve issues before they become problems exhibits which of the following characteristics?

initiative

The purchase of labor from a source outside of the company rather than using the company's own staff is called

outsourcing.

Which of the following is not a desirable characteristic for a CSR?

overly sensitive

Repeating back is said using other words for clarification is known as ____________, and is particularly important when communicating with someone who has a spoken accent.

paraphrasing

Which turnoff occurrences are most often associated with poor customer service?

people turnoffs

Which of the following refers to the opinions created about service during or after a transaction

perceptions

Even though every customer is unique, they all expect

reasonable prices, reliable timely service, and a quality product.